Head of Strategy and Programs: Field Ops

Uber; New York (NY); On-site; USD 203,000 - 225,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Comprehensive benefits

Job summary

Uber is seeking the Head of Strategy and Programs for the Field Ops organization in the United States. You will define the overarching strategy and future-state vision, and design the operating rhythm to keep the function aligned and moving forward.

You will also lead agent operations for the Customer Support Team (CST) population and drive global engagement across our distributed network. You will partner with senior leaders to ensure Field Ops priorities align with Uber's broader business

Qualifications

• Bachelor's or postgraduate degree required.
• 8–12 years of professional experience.
• 3–5 years of people leadership.

Responsibilities

• Formulate and execute the overarching strategy and long-term vision for Field Ops globally.
• Design and run the global business review cadence and governance.
• Oversee end-to-end agent operations for the CST population.
• Lead field engagement and large-scale capability programs across the network.
• Partner with senior executives to align Field Ops with Uber's priorities.

Skills

Leadership

Strategic thinking

Program management

Stakeholder management

Education

Bachelor's or Postgraduate degree

Job description

About the Team

The Strategy and Transformation team for the Field Operations organization at Uber sets the vision and strategy for Field Ops, runs agent operations, undertakes our most complex and transformative projects, and drives the optimization of our global operations. We execute this future-state vision across five core pillars: Special Projects, Strategy and Programs, Business Planning and Improvement, Transformation, and Analytics. Within Strategy and Programs, we act as the central nervous system for Field Ops, defining the strategic roadmap, dictating our global operating rhythm, and ensuring our agent network is highly capable and engaged.

About the Role

As the Head of Strategy and Programs, you will be a senior leader responsible for defining the overarching strategy and future-state vision for the entire Field Ops organization.

In this highly visible role, you will design and run the business reviews and operating rhythm that keep the function aligned and moving forward. Beyond strategy formulation, you will be a core operational leader, heading the charter on field engagement and agent capability building across our massive global network. Crucially, you will also lead agent operations for the entire Customer Support Team (CST) population. You are an experienced leader who can seamlessly pivot between 10,000-foot strategic visioning and ground-level operational execution across a globally distributed footprint.

What You'll Do

• Strategy & Vision Leadership: Lead the formulation, definition, and execution of the overarching strategy and long-term vision for Field Ops globally.
• Operating Rhythm & Governance: Design and run the global business review cadence, ensuring strict accountability and a healthy operating rhythm across the function.
• Agent Operations: Oversee and lead end-to-end agent operations for the entire CST (Customer Support Team) population.
• Field Engagement & Capability: Champion and lead the global charter on field engagement, driving large-scale agent capability and skill-building programs across the network.
• Executive Alignment: Partner closely with internal senior executives and regional leaders to align Field Ops strategy with Uber's broader global business priorities.

Basic Qualifications and Experience

• Bachelor's or Postgraduate degree.
• 8 to 12 years of professional experience.
• Proven track record of running functional operating rhythms and translating high-level corporate strategy into localized execution.
• 3-5 years of people leadership experience

Preferred Experience

• Prior experience in management consulting combined with at least 5 to 7 years in a direct operating role within a globally distributed organization.
• Deep operational expertise managing large-scale customer support networks, field operations, or global agent ecosystems.
• Proven track record of running functional operating rhythms and translating high-level corporate strategy into localized execution.

For Chicago, IL-based roles: The base salary range for this role is USD $183,000 per year - USD $203,000 per year.

For New York City, NY-based roles: The base salary range for this role is USD $203,000 per year - USD $225,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform